Nobody downloaded yet

Service People: Scripting the Way to Success - Essay Example

Comments (0) Cite this document
Running Head: Management Service People: Scripting the way to success By _ Date_ Introduction A new kind of business has evolved in the 21st century owing to the significant changes in the way that services and goods are produced and consumer which is driven by new forms off production and consumption mediated by institutions, laws, technology, and new divisions of labour (Bryson, Daniels and Warf, 2004)…
Download full paperFile format: .doc, available for editing
GRAB THE BEST PAPER98.8% of users find it useful
Service People: Scripting the Way to Success
Read TextPreview

Extract of sample
"Service People: Scripting the Way to Success"

Download file to see previous pages Fitzsimmons and Fitzsimmons (2000, p.1) mentioned that the service sector that emerged as modern Western economies, have shifted from product driven markets to information based service driven markets which is evident from the entry of manufacturing and production companies like IBM, General Electric, General Motors, Tata Motors, Reliance Industries, Bajaj, etc. into business and financing services. Bitner, Booms and Mohr (1994) further mention that the worldwide quality movement that had swept the manufacturing sector over the last decade is beginning to take shape in the service sector. Business organizations have rushed to adopt an empowerment approach to service delivery in which employees face customers ‘free of rulebooks’, encouraged to do whatever is necessary to satisfy them, but that approach may not be right for everyone (Mayle, 2006, p.155). According to Tronvoll (2011), negative emotions are usually the result of an unfavourable service experience and subsequently a trigger for customer complaint behaviour which makes it vital for the service provider to understand the emotional aspects of an unfavourable service experience in order to prevent damaging complaint behaviour. Bitner, Booms and Mohr (1994) further mention that customer satisfaction is often influenced by the quality of the interpersonal interaction between the customer and the contact employee. It is in this context that how service quality can be improved through scripting among service people, which is increasing every day. Importance of Scripting among Service People Service marketing refers to the marketing of activities and processes rather than objects and the recent interest in service marketing is the increased recognition of the importance of the person – to – person encounter between buyer and seller – client and provider – to the overall success of the marketing effort is one of the consequences (Solomon, Surprenant, Czepiel and Gutman, 1985). Johnston and Clark (2008) analyze the service operations from customer perspective and mentioned that the difference between a mediocre and an excellent experience lies more often than not with the person who serves them which is also their immediate point of contact. It is further emphasized that the service organizations must invest in meticulous process design and expensive technology so as to achieve the expected levels of customer satisfaction. Fachira, Sayers and Chen (2011) mentioned that service is often understood as a process of intangible activities which are provided for customers by frontline personnel which deliver a valued experience which include functional and technical dimensions. In order to create a service experience with value, frontline personnel have to personally manage an array of social and technical elements related to their performance of a service. Fitzsimmons and Fitzsimmons (2000) mentions that developing consciousness on how it wants the service to be provided to customers, management can prescribe how the service worker will carry out his work on regular basis which may include alternative actions to take place when there is a potential for an actual service failure or breakdown of the expected activities. Cappelli (2008) insists on more direct ...Download file to see next pagesRead More
Cite this document
  • APA
  • MLA
(“Service People: Scripting the Way to Success Essay”, n.d.)
Retrieved de
(Service People: Scripting the Way to Success Essay)
“Service People: Scripting the Way to Success Essay”, n.d.
  • Cited: 0 times
Comments (0)
Click to create a comment or rate a document
The Way People Treat Animals
There are organizations fighting for animal rights but those organizations are not as active as they should be. This paper will throw light upon the views of Catharine A. Mackinnon and Elizabeth Anderson on how animals are being treated; both their views will be juxtaposed to bring out the real essence of their respective arguments.
4 Pages(1000 words)Essay
Caring for People God's Way
These developments have improved the humans’ lifestyle, comfort, safety, health, etc, etc. However, at the same time, the new age developments around the world, has given rise to number of problems for the humans as well. Although, these problems for the humans have been prevalent from historic times, the current changes have led newer as well as modified problems.
10 Pages(2500 words)Book Report/Review
Client,server scripting/internet security
In other words, it’s important to have a system for doing internet marketing right. This includes strategy, and establishing and developing the newest types of selling, trading and shipping processes. Over the years, Internet marketing has spread widely, and being noticed requires a huge effort in order to make your business idea appear irresistible.
8 Pages(2000 words)Essay
These people might even hesitate as they do not have a clear idea of what actually success is. In fact, defining the real meaning of success is a challenging task. If someone asked me the same question, I would say that success is basically achieving a goal.
4 Pages(1000 words)Essay
Name Course Course Instructor Date Success Success is achieving what one looks for or pursues in life. Success is a process where an individual undergoes series of unusual events and emerges as a winner amongst many contestants. It would mean achieving the best out of worse after undergoing some processes.
2 Pages(500 words)Essay
How Social Media Changed the Way people Communicate
In the ancient times, communication was done by carving on stone pillars (History World, n.d.). However, this was a slow form of communication as it involved a lot of work for the recipient to have access to the message. Moreover, the use of carving was improved by use of papyrus (History World, n.d.).
8 Pages(2000 words)Essay
People set different ambitions and aspirations for their life and when they are able to fulfill their ambitions and aspirations, they feel that they are successful. Success cannot be seen as a concept that is similar in all the
3 Pages(750 words)Essay
A change in the way you deal with other people
In psychology, peoples responses to our statements and actions are greatly influenced by its effect on them and what the intended message is. There is a certain reciprocity in how people are reacting to each other. People who are kind can expect kindness in return as
2 Pages(500 words)Essay
Such definitions of success are even emphasized upon in different dictionaries available online and offline. For example: a web based dictionary defines success as the proof of attaining wealth, recognition
2 Pages(500 words)Essay
A change in the way you deal with other people
Life situations are the main reasons that people change the way in which they relate to others around them. Relationships are a part of society and they are surrounded with delicate issues and my previous relationship has changed the way I deal with people in such
2 Pages(500 words)Essay
sponsored ads
We use cookies to create the best experience for you. Keep on browsing if you are OK with that, or find out how to manage cookies.
Let us find you another Essay on topic Service People: Scripting the Way to Success for FREE!
Contact us:
Contact Us Now
FREE Mobile Apps:
  • About StudentShare
  • Testimonials
  • FAQ
  • Blog
  • Free Essays
  • New Essays
  • Essays
  • Miscellaneous
  • The Newest Essay Topics
  • Index samples by all dates
Join us:
Contact Us